Support Services Analyst: Quality Assurance, MIS and Workforce Management

Chuyên viên Dịch vụ Hỗ trợ: Kiểm soát Chất lượng, MIS và Quản lý Nhân lực

QA, MIS and WFM Hybrid Analyst Role · Non-Billable

The Support Services Analyst is a hybrid role covering three critical operational support functions in one position: Quality Assurance (QA), Management Information Systems (MIS) and Workforce Management (WFM). This structure gives Corpshore Vietnam a single accountable owner across the interlocked functions that drive performance, capacity and reporting for each client engagement. You will monitor interactions and audit against quality scorecards, design and maintain the reporting infrastructure that gives clients and Corpshore leadership real-time visibility into program performance, and forecast and schedule the workforce to meet volume and SLA targets. This role is Corpshore-managed and non-billable, sitting within our internal operations overhead. It is a critical build-out role as our Vietnam operation scales, and offers a direct progression pathway to Senior Analyst, Support Services Manager and Operations Manager positions.

Application deadline: 21 Jul 2026. We move quickly.

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Location: Ho Chi Minh City
Type: Contract
Arrangement: Onsite
Languages: English, Vietnamese

Role snapshot

Location: Ho Chi Minh City (District 1, District 7 Phu My Hung) or Hanoi (Cau Giay, Ba Dinh) · Onsite
Reports To: Operations Manager
Engagement Type: Contract engagement with Corpshore Vietnam, fixed-term and renewable · non-billable to client
Work Schedule: Primarily day shift with rotating coverage for real-time WFM monitoring across 24/7 operations · flexibility required
Start Date: Immediate joiners preferred
Application Deadline: 21 July 2026 · Urgent Hiring
Reporting Structure: Individual contributor within the Corpshore Vietnam Support Services team · coordinates with Team Leaders, Operations Manager and cross-functional support
English Requirement: B2 or higher on CEFR scale (C1 preferred for client-facing reporting)
Vietnamese Requirement: Native fluency

Key responsibilities

QUALITY ASSURANCE: Monitor a statistically valid sample of CSA interactions daily across voice, chat, email and social channels using the client-approved QA scorecard
QUALITY ASSURANCE: Score interactions against the QA framework covering communication quality, policy adherence, resolution effectiveness and brand voice compliance
QUALITY ASSURANCE: Deliver individual coaching feedback to CSAs within 24 to 48 hours of interaction, either directly or via the Team Leader
QUALITY ASSURANCE: Conduct weekly calibration sessions with Team Leaders and client QA teams to ensure scoring consistency across raters
QUALITY ASSURANCE: Identify systemic quality trends and root causes, presenting findings and recommendations to Operations Manager weekly
QUALITY ASSURANCE: Author and maintain the QA scorecard including definitions, weightings and evaluation guidelines in coordination with client stakeholders
QUALITY ASSURANCE: Investigate customer complaints, service failures and escalations, providing root cause analysis and corrective action recommendations
QUALITY ASSURANCE: Support ISO 27001 aligned data handling audits, SOC 2 Type II compliance reviews and PDPD (Decree 13/2023/ND-CP) internal audits as applicable to the client program
MIS AND REPORTING: Build and maintain the daily operational dashboard covering CSAT, FCR, AHT, QA score, adherence, SLA attainment and staffing versus schedule
MIS AND REPORTING: Author the weekly client performance report covering all contractual KPIs with trend analysis and commentary
MIS AND REPORTING: Author the monthly Business Review deck covering full-month performance, executive summary, achievements, risks and action items
MIS AND REPORTING: Author the Quarterly Business Review (QBR) deck for client executive stakeholders including trend analysis, benchmarking and strategic recommendations
MIS AND REPORTING: Design ad hoc analyses and deep dives requested by client stakeholders or Corpshore leadership
MIS AND REPORTING: Maintain the reporting infrastructure in Excel, Google Sheets, Power BI, Tableau, Looker Studio, Sigma or client-provided platforms
MIS AND REPORTING: Automate recurring reports where possible using SQL, Python, VBA or platform-native automation to reduce manual work
MIS AND REPORTING: Ensure data accuracy, definitional consistency and audit trail integrity across all reporting deliverables
WORKFORCE MANAGEMENT: Forecast contact volume by channel, interval and program using historical trend analysis, seasonality patterns and client-provided drivers
WORKFORCE MANAGEMENT: Build agent schedules that meet forecasted volume within service level targets while respecting Vietnamese Labor Code, break structures and shift preferences
WORKFORCE MANAGEMENT: Manage the shift bid process, leave request approvals and shift swap workflows within the pod
WORKFORCE MANAGEMENT: Monitor real-time adherence including agent state, break compliance and unplanned absenteeism, taking corrective action within the shift
WORKFORCE MANAGEMENT: Manage intraday reforecasting and shift extension or curtailment based on live volume performance
WORKFORCE MANAGEMENT: Coordinate surge planning for Tet Nguyen Dan, peak seasons, marketing campaigns, product launches and event-driven volume spikes
WORKFORCE MANAGEMENT: Maintain the WFM platform (NICE IEX, Verint, Calabrio, Aspect, Genesys WFM or Assembled) with accurate staffing, forecast and schedule data
CROSS-FUNCTIONAL: Coordinate closely with Team Leaders on quality trends, coaching priorities and performance risks
CROSS-FUNCTIONAL: Coordinate closely with Operations Manager on capacity planning, hiring decisions and program-level strategic decisions
CROSS-FUNCTIONAL: Coordinate closely with HR on attrition trending, hiring pipeline and workforce planning inputs
CROSS-FUNCTIONAL: Represent QA, WFM and MIS perspectives in client-facing weekly reviews, monthly QBRs and executive escalations

Required qualifications

At least 3 years of combined experience across QA, WFM or MIS functions in a BPO or contact centre environment
At least 1 year of hands-on experience in each of the three functional areas (QA, WFM and MIS), or 2 years deep in one with proven learning agility in the others
Bilingual fluency in English (B2 or higher CEFR) and Vietnamese (native)
Bachelor's degree in Statistics, Business Analytics, Industrial Engineering, IT, Business Administration or a related field
Advanced Microsoft Excel skill including PivotTables, VLOOKUP, INDEX/MATCH, XLOOKUP, complex nested formulas and basic macro or VBA capability
Working knowledge of at least one Business Intelligence platform (Power BI, Tableau, Looker, Sigma, Domo or Qlik)
Experience with at least one contact centre WFM platform (NICE IEX, Verint, Calabrio, Aspect, Genesys WFM, Assembled, Playvox WFM or Injixo)
Experience with at least one contact centre Quality Monitoring platform (NICE Quality Central, Verint Quality Management, Calabrio, Playvox, Observe.AI or Genesys)
Strong analytical reasoning and comfort translating raw operational data into narrative insight
Presentation-quality PowerPoint and Google Slides authoring for client-facing decks
Willingness to work fully onsite at the assigned Corpshore Vietnam delivery centre
Legal right to work in Vietnam and valid Vietnamese ID (CCCD) or valid work permit for pre-employment requirements

Preferred qualifications

SQL fluency including complex JOINs, window functions and CTEs for direct database querying
Python fluency including Pandas, NumPy, Matplotlib for automation and data analysis
Google Apps Script fluency for automating Google Sheets, Docs and Drive workflows
COPC-certified Coordinator or comparable certification
Six Sigma Green Belt or Black Belt certification
IEX University, Verint Certified WFM Professional or Calabrio Certified Analyst credentials
Prior experience supporting multiple client programs across different verticals and delivery models
Prior experience with AI-augmented quality monitoring (Observe.AI, Zoom IQ, Level AI, Balto or comparable)
Prior experience with speech analytics and text analytics platforms (NICE Nexidia, CallMiner, Verint Speech Analytics)
Prior experience with Vietnamese Personal Data Protection Decree (PDPD) compliance workflows
IELTS 6.5+, TOEIC 800+, TOEFL iBT 95+ or equivalent English certification

Key skills and competencies

Statistical reasoning for QA sample sizing, confidence interval calculation and forecast accuracy measurement
Data visualization for dashboards, executive reporting and pattern communication
Written communication for client reports, executive summaries and audit documentation
Verbal communication and presentation for client-facing QBRs and internal escalations
Attention to detail across quality scoring, forecast calibration, schedule integrity and data accuracy
Systems thinking for identifying interdependencies across QA, WFM and MIS functions
Change management for cascading scorecard updates, forecast methodology changes and reporting evolution
Cross-functional coordination with Team Leaders, Operations Manager, HR, Finance and IT
Analytical curiosity for identifying performance patterns, root causes and improvement opportunities
Confidentiality discipline for handling employee performance data, client commercial information and regulated data
Cultural fluency in both Vietnamese and international workplace norms
Vendor management for third-party WFM and QM platform vendors including feature request tracking and issue escalation

What we offer

Competitive contract rate, benchmarked to the Vietnamese market and paid monthly, with performance-based incentives
Fixed-term contract engagement (typically 6 to 12 months) with a clear path to renewal and conversion for strong performers
Night shift differential and holiday premium per the Vietnamese Labor Code for shift-based schedules
Global project exposure across US, UK, EU, Australian, Japanese, Korean and Vietnamese client programs
Fully-paid onboarding and client-specific training, plus English calibration
Sponsored professional certification (COPC, ITIL, Six Sigma, HDI, ICMI or platform-specific) for eligible contractors
Modern, professionally-managed operations floor with dual-monitor workstations, ergonomic seating and 24/7 pantry access
Free workstation, headset and full IT setup provided for the engagement
Meritocratic performance culture with transparent metrics, weekly one-on-ones and quarterly reviews
Structured progression to senior, specialist and team-lead engagements for high performers

Ready to apply?

Urgent hiring. Apply before 21 Jul 2026.

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